What are the responsibilities and job description for the Customer Care Representative position at Eppendorf?
Your challenges
Order Support
Order Support
- Ensure order entry fulfilment by phone and electronic means
- Provide order status (estimated delivery, quotations for shipping, status of order, etc.) to customers, sales reps and dealers.
- Liaise with sales reps and end-users in relation to order resolution.
- Share orders with finance for payment fulfilment.
- Manage order-related complaints including entering eCRM tickets as necessary to document issues
- Document all invoice related/credits/billing issues via eCRM
- Setup service and service tickets as necessary
- Perform service billings for field, customers and pipette centers including credits/rebills.
- Manage order entry inboxes including processing marketing redemptions
- Work directly with Sales Support, Order Support and Technical Support in efforts to provide seamless support to all internal and external customers.
- Ensure proper product configurations in cooperation with Technical Product Support team.
- Ensure order entry fulfilment by phone, fax as well as electronic means (EDI, PDF, eProcurement, etc.)
- Provide order status (estimated delivery, quotations for shipping, status of order, etc.) to customers, sales reps and dealers.
- Act as a liaise with sales reps and end-users in relation to order resolution.
- Manage order-related complaints including entering eCRM tickets as necessary to document issues
- Document all invoice related/credits/billing issues via eCRM
- Perform customer billing/invoice requests including credits and rebills while adequately documenting.
- Support the Sales Team on preparing product quotes.
- Coordinate with Sales to send out demos, samples, and marketing materials, where applicable
- Work directly with the AR Department to ensure necessary protocol is being followed when accepting order requests.
- Perform customer billing/invoice requests including credits and rebills while adequately documenting.
- Document all invoice related/credits/billing issues via eCRM
- Bachelor’s degree (B.A.) from a four-year college or university preferred; and one to two years’ related experience and/or training; or equivalent combination of education and experience.
- Competitive total rewards package including health, financial, and education benefits
- Innovative and Collaborative corporate culture
- Contribute to improving the human living condition
- Direct impact on business